The Tenth Day Tip:
In the busy holiday rush season, there will be times when something will go wrong or not exactly as it should with a customer. You must have a Service Recovery plan in place now to deal with those situations.
It’s important not to miss an opportunity to make it right with the customer and how you handle the situation will greatly determine whether or not that customer will come back and do business with you in the future. Just look at these statistics according to a study conducted by the Research Institute of America:
• 90% of customers who are dissatisfied with service they received will not come back or buy again
• Of the customers who register a complaint, between 54% and 70% will do business again with the organization if they receive a response to their complaint. That figure goes up to 95% if the customer feels that the complaint was resolved
So, obviously it pays to have a good service recovery strategy in place! Giving guideline procedures to employees to be able to handle the situation at the lowest level possible, will also help the service recovery. The longer it takes to correct the issue, the angrier the customer becomes.
If customers are handled well during these intense phases, they feel more comfortable and confident the organization will be able to help them all the other times.